Customer Experience (CX) Design Lead

About the role

As part of the global Customer Experience (CX) group, the CX Design Lead is responsible for shaping and delivering end-to-end customer experiences across ResMed's product ecosystem. This role partners across Hardware, Digital, Research, and Omnichannel teams to lead cross-functional collaboration and ensure cohesive, high-quality customer experiences throughout the product lifecycle. You will play a key role in defining CX strategy, guiding design execution, and enabling capability development across people, processes, and tools- contributing to ResMed's future product vision.

Responsibilities

• Product & Experience Leadership
• Lead end-to-end CX design across discovery, research, design, testing, and implementation
• Shape how customers interact with and perceive ResMed products across all touchpoints
• Develop compelling narratives and presentations to influence product direction and stakeholder decisions
• Identify and apply emerging trends, technologies, and insights to inform future solutions
• Ensure compliance with quality systems, design standards, and regulatory requirements (e.g. FDA, MDR)
• Contribute to the development of CX frameworks, tools, and best practices
• Stakeholder & Organisational Influence
• Partner with product, design, and engineering leaders to embed CX into product strategy and delivery
• Provide thought leadership and consultation on customer-centric design approaches
• Drive alignment across teams and promote consistent CX methodologies
• Mentor and guide teams to elevate design capability and execution standards
• Market & Industry Impact
• Contribute to advancing ResMed's product and CX vision
• Support the ambition to establish industry-leading practices in product and experience design
• About You
• Core Capabilities
• Customer-Centric Thinking : Deep understanding of user needs and how CX drives outcomes
• Strategic Mindset : Ability to translate business objectives into customer-focused solutions across global markets
• Leadership & Influence : Strong communicator who can align and inspire cross-functional teams
• Design & Technical Expertise : Solid grounding in experience, digital, and hardware design principles and practices
• Problem Solving : Structured, analytical thinker with the ability to navigate complexity and ambiguity
• Qualifications & Experience
• Degree in Product Design, Industrial Design, UX Design, Engineering, or related field
• Experience in end-to-end product development (digital and/or hardware)
• Proven ability to communicate and present complex ideas to senior stakeholders
• Experience facilitating workshops, co-design sessions, and design processes
• Ability to influence without authority in cross-functional environments
• Familiarity with regulated environments and quality systems
• Project/program and vendor management experience preferred
• Healthcare or MedTech experience highly desirable
• Experience Requirements
• Minimum 6 years' experience in design, innovation, or product development roles
• Technical Skills
• Design tools (e.g. Figma, Adobe Suite)
• Microsoft Office Suite
• Research and insight generation (including secondary research)
• AI literacy
• Communication & Problem Solving
• Strong written, verbal, and visual communication skills
• Ability to distil complex information into clear insights and actionable recommendations
• Effective problem-solving in environments with ambiguity and evolving requirements
• #LI-APAC

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